Customer Success Manager

Customer Success Manager

Company: GreenTown Production
Location: Remote

GreenTown Production is at the forefront of sustainability delivering innovative and eco-friendly solutions across industries such as renewable energy green construction and waste management. Our mission is to help clients adopt sustainable practices while driving efficiency and reducing their environmental impact. We are looking for a passionate and results-driven Customer Success Manager to join our team and ensure our clients achieve long-term success with our products and services.

As a Customer Success Manager at GreenTown Production you will be the key point of contact for our clients helping them navigate their journey with our green solutions. You will be responsible for onboarding new customers ensuring they are getting the most out of our products and services and providing ongoing support to ensure their satisfaction and success. Your goal is to build strong lasting relationships and to foster a customer-centric culture that drives both client retention and growth.

This is a remote position allowing you to work from home while collaborating with a team of passionate professionals committed to delivering outstanding customer experiences.

Customer Onboarding and Adoption

• Onboarding: Guide new clients through the onboarding process ensuring a smooth and seamless transition as they start using our products and services.

• Product Education: Provide customers with in-depth knowledge of our offerings showing them how to best leverage our solutions for their specific needs.

• Initial Setup Support: Assist clients in configuring and setting up products or services to ensure they are ready for success.

Customer Relationship Management

• Customer Support: Respond to customer inquiries troubleshoot issues and provide timely solutions ensuring that clients always feel supported.

• Proactive Check-ins: Regularly check in with clients to assess their satisfaction address potential issues and ensure they are achieving their desired outcomes.

• Escalation Handling: Act as the primary point of contact for any escalated issues ensuring quick resolution and maintaining customer satisfaction.

• Long-term Relationship Building: Develop and maintain strong lasting relationships with key decision-makers and stakeholders at client organizations.

Customer Success and Retention

• Usage Monitoring: Monitor client usage and identify opportunities for further engagement and product optimization.

• Success Planning: Develop personalized success plans for clients aligning their goals with our product offerings and helping them achieve measurable results.

• Renewals and Upselling: Ensure clients renew their contracts and explore opportunities for upselling or cross-selling additional products or services.

• Client Advocacy: Turn satisfied clients into advocates who will share their positive experiences and potentially refer new business.

Collaboration and Feedback

• Internal Collaboration: Work closely with the sales product and support teams to relay customer feedback and contribute to product improvements.

• Customer Insights: Gather feedback from customers to identify common pain points and areas for product or service enhancement.

• Reporting: Regularly report on customer health success metrics retention and other key performance indicators (KPIs).

• Experience: Minimum of 2years in a customer success account management or customer support role. Experience in the sustainability green tech or renewable energy sector is a plus.

• Skills:

  • Exceptional communication and interpersonal skills with the ability to build trust and rapport with customers.

  • Strong problem-solving and conflict resolution abilities.

  • Familiarity with customer success platforms (e.g. Gainsight Zendesk Salesforce Service Cloud).

  • Ability to manage multiple clients and priorities at once in a remote environment.

  • Strong organizational skills with attention to detail.

• Education: Bachelors degree in Business Environmental Science Sustainability or a related field is preferred.

• Technical Proficiency: Comfort with software tools (CRM systems Microsoft Office Suite Google Workspace) and an ability to learn new tools quickly.

• Sustainability Knowledge: A strong interest in or knowledge of sustainable business practices renewable energy or environmental solutions.

• Customer Success Certifications: Certifications such as Customer Success Manager (CSM) Customer Experience Professional (CCXP) or equivalent are a plus.

• Experience with Remote Teams: Comfortable working in a remote team environment with the ability to communicate effectively across virtual platforms.

• Empathy: Ability to understand and relate to the clients needs challenges and goals.

• Proactivity: Self-motivated with the ability to anticipate client needs and take action before issues arise.

• Resilience: Ability to handle challenging situations with grace and professionalism.

• Problem-Solving: A keen ability to think critically and resolve issues in a timely and effective manner.

• Collaboration: Works well in a team-oriented environment sharing knowledge and working toward common goals.

• Customer-Centric: Always focused on the customers success and satisfaction with a long-term view of relationship-building.